Welcome to Emma's Boutique Employee Customer Service Training

Start your training by watching the videos. Please enter your name and email when prompted so we can track your progress.

๐Ÿ“บ Watch: This video provides foundational customer service skills.

๐Ÿ“บ Watch: 6 Tips For Improving Your Customer Service Skills

๐Ÿ“บ Watch: How to Greet Walk-In Customers and Boost Sales

๐Ÿ“บ Watch: 3 Selling Techniques in Retail

๐Ÿ“บ Watch: How To Sell More In Your Retail Store in 90 Seconds

๐Ÿ“บ Watch: Retail Merchandising Tip

Customer Communication Guide

This guide is designed to help Emma's Boutique team members build natural and effective communication with customers. It covers greeting strategies, active listening, handling objections, and closing with care.

1. Greeting Customers Naturally
- Smile and make eye contact.
- Greet customers within 10 seconds of entering.
- Use a friendly opener like: 'Good morning! What brings you in today?' or 'Are you looking for anything special today?'

2. Asking the Right Questions
- Use open-ended questions:
- 'What occasion are you shopping for?'
- 'Do you usually wear more casual or dressy styles?'

3. Active Listening
- Show you're listening by nodding and responding.
- Repeat back key points: 'So you're looking for something lightweight and comfortable for summer, right?'

4. Reading Body Language
- Watch for cues like hesitation or posture.
- Offer help if they look unsure.

5. Handling Questions and Objections
- Be honest and helpful.
- If you donโ€™t know an answer: 'Let me find out for you!'

6. Making the Sale Feel Natural
- Suggest without pressure: 'This top would look great with those jeans you liked.'
- Offer to hold items while they browse.
- Compliment their selections and end with a thank you.

โ“ Employee FAQs - How to Respond
  • "Can I return this?" - "Yes, within 30 days if the item is unworn with tags and receipt. Sale items are final."
  • "Is there a discount today?" - "We have great sale items, let me show you!"
  • "Can you help me find something?" - "Absolutely! Tell me more about what you're looking for."
๐ŸŽญ Role-Playing Activities for Managers
  • Greeting hesitant customers
  • Handling customer complaints professionally
  • Suggesting complementary items effectively

๐Ÿ“บ Employee Tips:

  • No phones/tablets/computers when customers are in store.
  • Get out from behind the counter and engage.
  • Merchandising inspires purchases.
  • Always offer an add-on at checkout (lip balm, ring, perfume, etc.)
  • Complete checklists during slow times.


๐Ÿ“ Start Employee Training

๐ŸŽ“ Final Step: Certification

Completion will be reviewed by your manager automatically upon finishing the training.